10313-2-1 Alignment Matrix

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Written by

Tsakani Stella Rikhotso

in

Unit Standard Alignment

 

 

 

Assessment matrix: US ID: 10313
Unit standard Comply with service levels as set out in a Contact Centre Operation  ID: 10313 Credits: 6 NQF Level: 3
Unit standard range This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate.
Formative Assessment Strategy Legend  P = Project             Q = Questioning               B = Brainstorming         R = Role-play                   CS = Case Study            W = Workplace Activity     S = Self Assessment Checklist
Summative Assessment Strategy Legend O = Observation             Q = Questioning               PS = Product Sampling         R = Role-play                   CS = Case Study            T = Testimonial                P = Project
Specific outcomes

and
assessment criteria

 Delivery Methods  

Media Aids, Resources

  

Formative Assessment Instruments

 Formative activities Summative Assessment Instruments

&

Questions

 Specific Outcome Reference Date & signature
Specific Outcome 1 Demonstrate an understanding of company specific service levels. 
Outcome Range
AC 1.1

All relevant service levels are explained.

 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 1 – 4

 

 Task 1- 4

 

 Learner Guide:

p. 8- 19

 

Workbook:

p. 8 -10
AC 1.2

The purpose of service levels is described and explained.

 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 1 – 4

 

 Task 1- 4

 

 Learner Guide:

p. 8- 19

 

Workbook:

p. 8 -10

  
AC 1.3

The requirements of all relevant service levels are listed, described and

explained.

 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 1 – 4

 

 Task 1- 4

 

 Learner Guide:

p. 8- 19

 

Workbook:

p. 8 -10

  

 

 

Formative Assessment Strategy Legend  P = Project             Q = Questioning               B = Brainstorming         R = Role-play                   CS = Case Study            W = Workplace Activity     S = Self Assessment Checklist
Summative Assessment Strategy Legend O = Observation             Q = Questioning               PS = Product Sampling         R = Role-play                   CS = Case Study            T = Testimonial                P = Project
Specific outcomes and
assessment criteria		 Delivery Methods  

Media Aids, Resources

  

Formative Assessment Instruments

 Formative activities Summative Assessment Instruments

&

Questions

 Specific Outcome Reference Date & signature
Specific Outcome 2 Meet and maintain service levels.
Outcome Range
AC 2.1
Relevant company specific levels are implemented.		 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 5 – 7

 

 Task 5 – 6

 

 Learner Guide:

p. 20 – 33

 

Workbook:

p.11 – 13
AC 2.2
Implementation processes are monitored to ensure compliance.		 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 5 – 7

 

 Task 5 – 6

 

 Learner Guide:

p. 20 – 33

 

Workbook:

p.11 – 13

  
AC 2.3
Service level timeframes and targets are consistently met as per company specific requirements.		 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 5 – 7

 

 Task 5 – 6

 

 Learner Guide:

p. 20 – 33

 

Workbook:

p.11 – 13

  
AC 2.4

Potential constraints in meeting and maintaining service levels are identified
and evaluated.

 Facilitation. Classroom discussion. Learner Manual, Classroom equipment Q, B, CS, W

Interview

Questioning

 

 Activity 5 – 7

 

 Task 5 – 6

 

 Learner Guide:

p. 20 – 33

 

Workbook:

p.11 – 13

  

 

cal cross-field outcomes Description Formative activities Summative assessment Comments
UNIT STANDARD CCFO WORKING Work effectively with others in the achievement of service level requirements Activity 1- 7 Task 1 – 6

 
UNIT STANDARD CCFO ORGANISING Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. Activity 1- 7 Task 1 – 6

 
UNIT STANDARD CCFO

COLLECTING

 Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. Activity 1- 7 Task 1 – 6

 
UNIT STANDARD CCFO

 COMMUNICATING

 

 Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. Activity 1- 7 Task 1 – 6

 
UNIT STANDARD CCFO

DEMONSTRATING

 Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. Activity 1- 7 Task 1 – 6

 
UNIT STANDARD CCFO

CONTRIBUTING

 

 In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: developing entrepreneurial opportunities while complying with service levels. Activity 1- 7 Task 1 – 6

 

 

 

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  • Call: + 27 84 313 7407
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